TLDR: Most service businesses lose repeat work for a boring reason: customers forget. They don’t wake up and pick a competitor—they just go out of sight/out of mind until the next problem, then they Google whoever shows up first. The fix is a simple retention system built around three buckets of repeat work (maintenance, replacement cycles, and add-ons/upgrades) and a lightweight reminder cadence (30 days, 90 days, 6 months, 12 months). This article gives copy/paste SMS templates (general, seasonal, route-density “we’re in your area,” and referral ask), plus short examples by trade (HVAC, pest, plumbing, cleaning). The key is to make reminders feel like customer service: short, useful, and optional. If you want it automated end-to-end, VisibleFeedback can run these reminder campaigns for you and track what’s working.
Repeat work usually dies because of a normal human behavior:
Out of sight = out of mind.
Customers aren’t “choosing a competitor.” They’re busy. Months pass. Then a new problem pops up and they do what everyone does: they search, click, and call the first decent option.
Your retention system’s job is simple: stay lightly present so you’re the obvious choice when they’re ready.
Every reminder campaign should map to one of these buckets.
Examples:
This is the easiest bucket because the customer already believes “this comes back.”
Examples:
This bucket is less frequent, but high-ticket. You want occasional “stay top of mind” touches.
Examples:
This bucket works best when you tie it to value, not “want to buy more.”
This cadence works because it’s spaced out and feels like service.
This is a simple “open door.”
Light value + soft CTA.
A clear reason to rebook.
Annual touch for customers who don’t fit a quarterly/monthly cadence.
You don’t need all four for every trade. Use what fits the job type.
Quick check-in, [Name] — everything still going smoothly since we helped with your [job type]? If you need anything else, just reply here and we’ll get you scheduled.
Seasonal heads up — if you want to get ahead of [seasonal need], we’re booking the next couple weeks. Want me to hold a spot?
Swap [seasonal need] by trade (examples below).
This works because it’s practical and doesn’t feel like marketing.
We’ll be in your area on [day]. If you want us to take care of [service type] while we’re nearby, reply YES and we’ll confirm a time window.
Don’t overuse it. This is a “route optimization” message, not a weekly blast.
Glad everything’s been going well. If you have a friend/neighbor who could use help with [trade], want me to send you a quick link you can forward?
Or direct:
If you know anyone who needs help with [trade], feel free to pass this along — we’ll take good care of them: [Link]
Use:
SMS examples:
Quick HVAC tip: a clogged filter can cut airflow and increase wear. Want us to handle a quick filter check / tune-up? Reply YES and we’ll confirm a window.
Seasonal reminder — want to schedule a spring/fall HVAC tune-up to avoid breakdowns? We’re booking next week.
Annual HVAC check reminder — want us to reserve a slot for your yearly system check?
Pest is naturally periodic. Keep it simple.
SMS examples:
Quarterly reminder — want to reserve your next pest service visit? Reply YES and we’ll confirm a time window.
We’re in your area on [day]. Want us to knock out your quarterly pest service while we’re nearby?
Plumbing reminders work best when tied to prevention (not fear).
SMS examples:
Quick check — any slow drains or gurgling since we last helped? If you want preventative drain cleaning, reply YES and we’ll confirm a window.
Reminder: many water heaters benefit from a periodic flush to reduce sediment and extend life. Want us to schedule it? Reply YES.
Cleaning is the easiest “repeat work” category because frequency is expected.
Cadence:
SMS examples:
Want to make cleaning recurring so you don’t have to rebook each time? Weekly / Biweekly / Monthly
Want to reserve your next monthly cleaning slot? Reply YES and we’ll confirm a day/time window.
If your reminders feel like spam, it’s because they’re not useful.
Use these rules:
Also: don’t send reminders to customers who are currently unhappy or unresolved. Fix first.
If you want these reminder campaigns automated (segmented by service type, timed follow-ups, easy rebooking replies, and tracking), VisibleFeedback can run the full system for you without adding office chaos. Try it free and turn repeat work into a predictable loop instead of a guessing game.
Text or email clients after every job. Catch issues early, recover unhappy clients fast, and drive repeat work with smart reminders.
Austin Spaeth is the founder of VisibleFeedback, a tool that helps service companies automate post-job follow-ups, catch issues early, and drive repeat work with smart reminders. With a background in software development and a focus on practical customer retention systems, Austin built VisibleFeedback to make it easy to text or email customers after every job, route problems to the right person, and keep relationships strong without awkward outreach. When he’s not building new features or writing playbooks for service businesses, he’s wrangling his six kids or sneaking in a beach day.
Whether you’re dealing with callbacks, unhappy customers, or low repeat work, we’ll help you tighten the follow up loop.
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